OTM Solutions Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Deliver daily functional and technical assistance for Oracle Transportation Management (OTM), actively diagnosing, troubleshooting, and resolving issues and inquiries reported by customers.

• Oversee and address support tickets in alignment with established Service Level Agreements (SLAs), ensuring prompt communication, resolution, and customer satisfaction.

• Address a diverse array of support requests, including user access management, system configuration, data corrections, and solution enhancements.

• Collaborate with customers through weekly status calls to review ticket backlog, prioritize tasks, and monitor resolution progress.

• Conduct quarterly regression testing to support quarterly Oracle Cloud upgrades, identifying defects, validating fixes, and ensuring system stability.

• Develop and maintain documentation for the Innovate Support knowledge base.

⛳️ Requirements

• A bachelor's degree from an accredited institution is preferred, or an equivalent combination of education and experience in the transportation industry.

• Experience with a transportation management system (TMS), warehouse management system (WMS), or any type of enterprise resource planning (ERP) system is preferred, but not mandatory.

• Familiarity with an IT Support Ticketing system is preferred, but not essential.

• Exceptional analytical skills to deliver value to Redwood Innovate Support customers.

• Strong problem-solving abilities and critical thinking skills.

• Excellent communication and interpersonal skills.

• A proactive individual who is adaptable, highly motivated, eager to learn, and enjoys teamwork.

🏝️ Benefits

• Access to experts and resources for your Learning & Development journey.

• Opportunities for internal mobility.

• Employee referral bonus program.

• Participation in Employee Resource Groups (ERGs).

• Annual fundraising and volunteer events to give back to communities.

• Life Insurance policy for you starting 30 days after employment.

• Personal Health Insurance coverage for you.

• Major Medical coverage after 30 days.

• Aguinaldo Christmas bonus or prorated percentage your first year.

• Vacation time commencing at 12 days, with additional days increasing per Mexican Law.

• Premium Vacation offering 50% additional vacation days (Prima vacacional).

• Savings Plan (Fondo de Ahorro) and Grocery Card (Vales De Despensa) at 6% or the Maximum amount as per Mexican Law.

• A Cell Phone Allowance of $800 pesos per month, minus applicable taxes.